On 3/21/2011 I filed a claim for my AC unit. The technician they contracted to perform the service
stated that my compressor was out on the unit, his recommendation was to
replace the whole unit due to its age and cost. He also stated that these can
become inoperative due to normal wear and tear. He noted that my unit otherwise
looked clean and well taking care of. My unit was in good working order as of
last month when I used my heater. This unit is a heat pump, so it is used for heat and cooling.
During my conversation with one of their reps on 3/23/2011 I was
told that I needed to produce maintenance records for the AC unit. Upon review
of my contract purchased on 9/14/2010, I did not find any statement that made maintenance
documentation a prerequisite for any appliance to be repaired or replaced, or
for you to issue a policy. It states that all have to be in place and in proper working order . To require this now I believe constitutes deceptive trade practices.
On 3/23/2011 I faxed 2 receipts for service to them, one
invoice for AC coil cleaning and one for service on the heating part of the
unit. The heater service was performed on 1/5/2010 and the coil cleaning on 5/29/2010. The fax could not be found at their office but showed successful transmission on my end. After several calls
to their office I e-mailed those same documents to them on 3/25/2011.During a
phone conversation later that same day they informed me that the most recent
maintenance records could not be accepted, first because maintenance needed to
be done each season and second due to the lack of model number and serial
number on the receipt.. The invoice has my home address on it which should be sufficient
proof that this AC unit is in fact at my home and this unit is the one that the
maintenance was performed on .I also like to point out that the most recent
service was performed on 5/29/2010 which was only 10 month ago. According to my
owners manual cleaning for the unit is recommended once a season. After submitting invoice after invoice and a complaint to the BBB I am now being accused of falsifying the invoices. I have since submitted my bank records showing the invoices were paid at the time they were issued.I believe this company is extorting money from citizens and then make excuse after excuse not to honor the contract for repairs or replacements. I like to point out that I don't have any control how these companies write their invoices and whether they respond to their requests. I have my records, invoices the company gave me at the time of service and my bank records showing payment for the invoices. This should be sufficient proof and in my opinion their refusal to honor a contract is just a deceptive business practice and seems to be a pattern of this company.